Cognizant is a large IT Consulting Firm that leverages modern technologies to transform a variety of businesses. The Operations Lead is responsible for leading a team that conducts sales support analyses and tech support in a global service desk. Please note that this role is 100% onsite in San Jose. Only local candidates will be considered.

Role Responsibilities

• Manage and support a large team within a time-sensitive and demanding environment, including setup and implementation of career development plans for all direct reports and problem resolution
• Gain understanding across tools to guide and coach team on quality and user experience towards continuous improvement
• Manage operations and provide recommendations to strategic plans and reviews; prepare and complete action plans; implement production, manage productivity, quality and shrinkage; resolve problems; complete audits; identify trends
• Identify top issue drivers and escalate to tool owners for proactive resolution
• Own the team metrics, example - TRT, TFR, Csat and quality
• Inspiring and motivating employees to perform at their best through positive encouragement and incentive initiatives
• Raises and tracks issues and conflicts, remove barriers, resolve issues of medium complexity involving stakeholders and escalate to appropriate level when required
• Establishes and manage relationships with clients, internal business stakeholders
• Handle the daily operations of the team like volume, leaves, shift rotation escalations etc
• Forecast requirements; prepare and report monthly revenue variance/forecast
• Develop operations process by determining best practices; develop, implement, enforce and evaluate policies and procedures
• Serve as primary point of contact for customer escalations and communicate with the team and devise ways of improving the customer experience, including resolving problems and escalations
• Perform RCA (Root Cause Analysis) on escalations
• Lead & follow P0/P1 issue triaging and escalations

Skill/Experience/Education

Required:

• Bachelor's degree in operations management, business administration, or related field
• 11+ years of proven experience in technical operations management / strategic management
• Real time experience in Service support process, customer & team management, Stakeholder management skills
• Trained in conflict management and business negotiation processes
• Ability to quickly learn, understand, and work with new emerging technologies, methodologies
• Ability to work individually and as part of a team Meticulous attention to detail
• Experience mentoring / managing a team of engineers / analysts

Desired:

• Excellent ability to delegate responsibilities while maintaining organizational control and customer service
• Demonstrated operational abilities. Ability to drive impact in a fast-paced environment while maintaining careful attention to detail.
• Effective communication skills, with the ability to provide updates to senior executive leadership.
• Delivery-focused mindset, with the drive to solve complex problems through analytics and structured root cause problem-solving
• Demonstrated motivation and interest in making tools that work seamlessly for our sales representatives.

Salary and Other Compensation:
The annual salary for this position is between $93,500 - $109,500 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 345,000 associates around the world.
• We don't just dream of a better way - we make it happen.
• We take care of our people, clients, company, communities and climate by doing what's right.
• We foster an innovative environment where you can build the career path that's right for you.

About us:
Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, helping organizations modernize technology, reimagine processes and transform experiences so they stay ahead in a fast-changing world.

Our commitment to diversity and inclusion:
Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.

Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.